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Electric Companies

Consumers Energy

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
The complaints shown in this report reflect all complaints processed with the HQ location.

Complaints

This profile includes complaints for Consumers Energy's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

282 total complaints in the last 3 years.
67 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/19/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my deep concern about the disclosure of my private information to credit bureaus, which has led to inaccuracies on my credit report. This situation has caused significant financial and emotional distress.As per 15 USC 1681 Section 602, I assert my right to financial privacy and expect my information to be treated confidentially.Furthermore, 15 USC 1681 Section 604(a)(2) underscores that a consumer reporting agency cannot share account information without my explicit consent, which I have not given.I have noticed discrepancies on my credit report linked to CONSUMERS ENERG, negatively impacting my financial well-being. I urgently request the correction of these inaccuracies.Additionally, I wish to remind you of 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under specific circumstances.For your reference, my account details are as follows:Account Number: *****************I request a thorough review of my account, immediate correction of credit report inaccuracies, and strict compliance with federal laws governing my information.Failure to address these concerns promptly may lead to legal action. I anticipate your prompt response and resolution.Thank you for your immediate attention to this matter.Sincerely,***************************
Business Response
Date: 02/27/2024
02/20/2024 12:00:45 EST (DJLOUCKS)
CUSTOMER INFORMATION:
***************************
ACCOUNT NUMBER: 5076
***** ***************** APT *************************************************-5833
Dates of Service: March 31, 2023 - Present
Email Address: *********************** (from account)
********************* (from notification)
**********
RELEVANT ACCOUNT INFORMATION:
Current Balance: $113.37
*****
Previous account information:
*************************** / 1384
*******************************************************-1533
Dates of Service: 3/21/22 - 5/26/22
Account Balance: zero
*****
Per Credit supervisor:
She was unable to find anything that CE reported to a credit agency for
this customer. She searched by their customer number, social security
number and his name.
CE has not reported any balances to a credit agency for this customer.
**********
02/20/************* EST (DJLOUCKS)
CUSTOMER CONTACT SUMMARY:
2/20/******* pm
I called *************************** at ************ and left a voicemail asking him to
return my call regarding the concern he filed with the Better Business
Bureau. I left him my call back number.
02/21/2024 13:56:13 EST (DJLOUCKS)
2/21/24 1:58 pm
I called **************** at ************ and left a 2nd voicemail asking him to
return my call to go over his concerns. I again left my call back number.
02/22/2024 11:29:39 EST (DJLOUCKS)
2/22/24 11:34 am
I called **************** at ************ and left a 3rd voicemail asking him to
call me back to discuss his concerns. I also left my call back number.
Because I have not been able to reach him by telephone I sent the
following email to *********************:
Hi ***************************,
I am writing in response to an inquiry you placed with the ******************************** regarding your credit report. Regretfully, I have not been
able to reach you by telephone.
I understand you are concerned about a report that shows linked to
Consumers Energy. We only report out to credit agencies when there is an
outstanding balance on a closed account. Your current account at *****
***************** Apt. *************************************** is open, and your bill is
paid up to current. Your previous account at ***************************, ********
which closed in May 2022 doesn#t have an outstanding balance as the final
bill was paid in June 2022.
Because I was unable to find any outstanding balances for you, I reached
out to our credit department. They were unable to find anything under your
customer number, social security number or your name. You may want to
contact the credit agency or bureau where you found this report to see
where it came from. Due to Consumers Energy not reporting anything to a
credit agency for you we would not be able to correct this issue for you.
If you have any questions regarding this issue, please call me directly at
************.
Respectfully,
****
**********
SUMMARY OF RESOLUTION:
2/22/24
ADDRESS ************* - MSENT TO CREDIT BUREAU:
This customer doesn't have any outstanding balance with CE and we have not
reported anything to a credit bureau for him.
ADDRESS IF CORRECTION NEEDS TO BE MADE TO CREDIT AGENCY - ERXPLAIN IN
DETAIL:
We have checked under his customer number, social security number and his
name. We have not reported anything to a credit agency for him. We would
not be able to help correct this issue for the customer.
CUSTOMER INQUIRY CLOSED AS OF 2/22/2024
Initial Complaint
Date:02/12/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an account with **********************. I have been taki9ng advantage of their payment plan wherein my bills between summer and winter are averaged out for a more consistent monthly payment. I was also enrolled in auto pay using my Debit card. At some point, the company decided not to take Debit cards anymore, so I deleted my debit card and entered my bank checking account as the sole payment method. several months ago, they unenrolled my auto pay and payment plan for lack of payment. The lack of payment was because they still had my Debit card as the payment method even though i deleted it. I was told that even though i changed my payment method, the payment plan retains the payment method used when the plan began (my Debit card). I was able to pay aver the phone to avoid shutoff and restart the auto pay and payment plan. The issue I have at this point is that even though they did not update my payment method to what i set it to (My checking account), I am still being charged the late fees. They are blaming me for not seeing the notices (that i did not even get and the representative acknowledged many other failed to get it also), and my bills. This really is all irrelevant as there system did not update my payment method per my request. I know that the late fee is verry small, but I have had to deal with a few other late fees from Consumers because there system kept kicking my out of auto pay by itself. I figured if my complaint helped them fix there system, maybe it could help with future headaches for me and many others.
Business Response
Date: 02/16/2024
02/12/2024 16:27:33 EST (JAGATES)
CUSTOMER INFORMATION:
***********************
Account # ****
**************************************************************************
Dates of service: 12/11/20 - present.
Email address: *********************** (ebill)
CUSTOMER CONTACT:
02/12/24: 4:31 pm - A text/email has been sent via Riverstar:
Dear *********************,
Thank you for reaching out with your concerns. We have received your
complaint filed with *********** Better Business Bureau, notification
number **********. I assure you Consumers Energy takes all customer
complaints seriously.
Our Complaints Advocate ********************* will be in touch with you soon to
discuss your concerns and gather any additional information that *** be
needed.
We appreciate your patience and understanding during this process. Please
feel free to reach out to ********************* @ ************** or
*************************************************** if you have any further questions or concerns.
Our team is dedicated to resolving your issues as soon as possible.
Sincerely,
Consumers Energy
RELEVANT ACCOUNT INFORMATION:
02/12/24: I have reversed 6 late payment fees totaling $9.66.
02/13/2024 11:27:38 EST (JAGATES)
08/16/23: Customer sent email regarding no longer accepting credit cards
on autopay.
09/18/23: Customer removed from autopay.
09/20/23: Robo call regarding no longer accepting credit cards on autopay.
10/25/23: Placed temporary ******* lock to prevent late payment fees
11/21/23: Customer removed from Budget Plan.
11/22/23: Proactive Call Result - Call Not Completed
11/24/23: Proactive Call Result - Call Not Completed
11/28/23: Proactive Call Result - Call Not Completed
11/29/23: Proactive Call Result - Call Completed
12/29/23: Proactive Call Result - Call Not Completed
01/03/24: Proactive Call Result - Call Completed
02/03/24: Proactive Call Result - Call Not Completed
02/05/24: Turn off notice mailed.
02/12/24: Customer re-enrolled in Autopay and Budget Plan.
02/12/24: Phone call - not completed (already scheduled as of 02/09/24)
- 12-MONTH PAYMENT HISTORY:
Date Amount
02/12/2024 265.43-
08/29/2023 79.00-
07/31/2023 79.00-
06/29/2023 79.00-
05/30/2023 79.00-
04/28/2023 79.00-
03/30/2023 79.00-
03/03/2023 155.83-
02/13/2024 13:30:21 EST (JAGATES)
02/13/24: I listened to the call the customer had with our Customer
Service Representative. The customer mentioned setting up autopay using
his checking account, but when I looked, the autopay was set up online by
the customer on 03/03/23 (there was a de-enroll, then an enrollment on the
same day). This was after his credit card had been declined on 02/28/23.
02/14/2024 16:11:54 EST (JAGATES)
02/14/24: I have sent the following email to the customer:
Dear **************,
I#m pleased to let you know that we've received your concerns regarding
your budget plan and autopay for ********************************* **********, ** from ************** Better Business Bureau. Because our customers are important to
us, we've taken your concerns seriously and have reviewed your account.
My review found that we attempted to notify you several times of the
change regarding the acceptance of credit cards for autopay. I apologize
if our **************** Representative did not do a good job of explaining
that autopay had been set up by yourself on March 3, 2023 on our website,
and it was set up using your credit card. This *** have been your debit
card (which would have a **** or Mastercard symbol on it) which would pull
your payments from your checking account. Below you will find our attempts
to notify you of this change:
08/16/23: Customer sent email regarding no longer accepting credit cards
on autopay.
09/18/23: Customer removed from autopay.
09/20/23: Robo call regarding no longer accepting credit cards on autopay.
10/25/23: Placed temporary ******* lock to prevent late payment fees
(until December 2023)
11/21/23: Customer removed from Budget Plan.
11/22/23: Proactive Call Result - Call Not Completed
11/24/23: Proactive Call Result - Call Not Completed
11/28/23: Proactive Call Result - Call Not Completed
11/29/23: Proactive Call Result - Call Completed
12/29/23: Proactive Call Result - Call Not Completed
01/03/24: Proactive Call Result - Call Completed
02/03/24: Proactive Call Result - Call Not Completed
02/05/24: Turn off notice mailed.
02/12/24: Customer re-enrolled in Autopay and Budget Plan.
Your bills also no longer stated autopay and did not show payments posting
to the account. As a goodwill gesture, I have removed 6 late payment fees
totaling $9.66.
It is my sincere hope that this information has resolved your concerns.
Please let me know if there is anything else I can do to help you. Thank
you for the opportunity to assist you with your inquiry.
Respectfully,
*********************, Customer Advocate
Office: ************ | Fax: ************
*************************************************** | www.ConsumersEnergy.com
SUMMARY OF RESOLUTION:
- ADDRESS REMOVAL OF AUTOPAY AFTER UPDATE TO BANK ACCOUNT: The customer
had set up autopay in March 2023 with a credit card, not checking account
information. He *** have used the credit card tied to his checking account
so the payment pulled from his checking account, but we did not have his
checking account tied to autopay.
- ADDRESS REMOVAL FROM BUDGET PLAN: After 2 missed payments a customer is
removed from the budget plan.
- ADDRESS NOTICES GIVEN TO THE CUSTOMER: See above for list of emails and
phone calls to alert the customer to the change in autopay.
- ADDRESS LATE PAYMENT CHARGES: A total of $9.66 in late payment fees were
legitimately billed to the customer. As a goodwill gesture, these have
been removed from the account.
COMPLAINT CLOSED 02/14/24
Initial Complaint
Date:02/08/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint against Consumers Energy regarding their mishandling of my outstanding balance and subsequent impact on my credit score. My account ************** with Consumers Energy has been plagued by issues stemming from an open balance of over $100.Despite multiple attempts to contact Consumers Energy and resolve this matter, I have encountered significant obstacles. Each time I reached out, I was directed to submit payment through their online portal. However, the portal consistently experienced technical difficulties, preventing me from completing the transaction.As a result of their failure to address the outstanding balance, Consumers Energy proceeded to send my bill to collections. Consequently, the collection agency reported this to the credit bureaus, adversely affecting my credit score.Seeking resolution, I contacted Consumers Energy again to discuss the issue and request the removal of the derogatory ****** from my credit report. However, my efforts were met with further frustration. Despite assurances from their customer service agent that my concerns would be addressed and a promised return call, I have yet to receive any follow-up or resolution.This experience has been immensely frustrating and has had a detrimental impact on my financial standing. I believe Consumers Energy's handling of this matter has been negligent and irresponsible, resulting in undue stress and financial harm.I am seeking your assistance in urging Consumers Energy to rectify this situation promptly. Specifically, I request that they:-Provide a clear and accessible avenue for me to pay my balance -Remove the derogatory ****** from my credit report immediately.-Improve communication and customer service practices to ensure timely and effective resolution of consumer issues.
Business Response
Date: 02/21/2024
02/21/2024 09:39:32 EST (DJLOUCKS)
02/09/2024 11:01:26 EST (MNLIEBRO)
CUSTOMER INFORMATION:
*************************** / 4939
********************************************************
Date of service: 9/23/21-12/31/21
Phone: ************
Email: ************************
INITIAL CUSTOMER CONTACT:
Riverstar sent 2/9/24 @ 6:10pm
Account Number: ending in 4939
Service Address: *****************************************
Dear ***************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1069721584. I assure you Consumers Energy takes all customer complaints
seriously.
Our Complaints Advocate ***************************** will be in touch with you soon to
discuss your concerns and gather any additional information that *** be
needed.
We appreciate your patience and understanding during this process. Please
feel free to reach out to ***************************** @ ************ or
*********************************************************** if you have any further questions or
concerns. Our team is dedicated to resolving your issues as soon as
possible.
Sincerely,
Consumers Energy
www.consumersenergy.com
Please do not reply to this automated message.
Information will be sent to this email address: ************************
Information will be sent via SMS to: **************
RELEVANT ACCOUNT INFORMATION:
5/7/22- ***** account with the outstanding balance of $128.82 that was due
on 2/1/22 was sent to a collection agency, ***************************
***.
10/25/23- 10:55am- **** called into the contact center and spoke with
***************************. He informed ******* that he was getting a 5000 error when
trying to make his payment online. She informed him to try again later.
**** was on the phone with the collections agency at the time of trying to
make a payment with Consumers and they informed him that if he made the
payment, they would stop it from making a ****** on his credit.
1/9/24- 10:27am- **** called into the contact center and spoke with
representative *********************************. **** stated he would make the payment
due on his account only if ********************** would remove the derogatory ******
from his credit. ********* let **** know that a support lead would call
him back. There was no call back made to ****.
**** stated he made multiple online attempts using Consumers Energy guest
pay online from the time he received the collections notice on October
25th, 2022, to present continuing to get an error. He did not receive
collections notice or bill in the mail for the address as this property is
a rental property for him and the collections statements and bills were
being sent to that address and not his home address.
**** was unaware he had any outstanding bill with Consumer Energy with the
billing dates of 9/23/21-12/31/21 until he received a call from ****************************** *** informing him of the outstanding balance on
10/25/23 where he then tried to make the payment.
CUSTOMER CONTACT SUMMARY:
2/14/24- ******- **** reached out to me via email wanting an update.
2/14/24- 2:33pm- I replied to ***** email that I was reaching out to our
credit department regarding his account and as soon as I hear back, I
would contact him.
2/16/24- 3:09pm- I called ************ and spoke with ****. He informed me
that it would not benefit him to pay this balance unless we are able to
remove the derogatory ****** from his credit. I informed him that I
reached out to our transfers and reversals department, and they let me
know that because he was unable to pay due to Consumers Energy error, they
would have the derogatory **** removed from his credit.
I explained to **** that this is a valid debt still and does still need to
be paid but due to the Consumers Energy error it would be removed from his
credit report. He was satisfied.
SUMMARY OF RESOLUTION:
-Address issue paying final bill: **** had a final bill with the billing
dates of 9/23/21-12/31/21 for a rental property that he owned. The debt is
for the amount of $128.82 that was due on 2/1/22. **** was getting a 5000
error when trying to make his payment after he was made aware he had an
outstanding balance on a Consumers Energy account, by being called by the
collection's agency.
-Address not getting follow up call from supervisor: **** was told when he
called 1/9/24 that he would get a call back from a support lead. He never
got a call back a coaching has been sent.
-Address payment options: **** can pay over the phone, online, at a
Consumers Energy payment office or by mail.
-Address concerns about impact on credit report: Due to Consumers Energy
payment error when **** was trying to make his payment, the debt will be
removed from his credit report.
CLOSING CUSTOMER INQUIRY AS OF 2/16/24
Initial Complaint
Date:02/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We began a remodel/demolition on our property one year ago. We requested Consumers Energy come out and disconnect our service while construction was taking place. The original power pole has been on location since installed more then 70 years ago and has received no updates per neighbors down our street. The primary line which we were using was servicing 7 households(one transformer). The next door neighbor at the end has called CE and complained that she was not getting sufficient power which CE has ignored. We followed the proper steps to get reconnected and Consumers agreed that a new design, poles, and transformer would need to be installed. After a long exhaustive battle with CE, they said they had it figured out. The invoice came and we were shocked that we had to pay for all the necessary upgrades for us and our neighbors. We took that argument as far as we could and a representative of CE told us we should not have to pay for a portion of the job. Well that knocked about $1000 off but we paid the remaining $3000 just to get power. Our home is nearly completed and we continue to wait. Every contractor did the work on our house and then we paid. Consumers Energy required us to pay the entire amount before they would even schedule the work. We know this is not good practice to pay before work is done yet they have the power to conduct business in this manner. The request to reconnect our power went out last August. We have filed complaints with the **** and have gotten the same pat answers that CE has given us. We just want someone to listen and care enough to get our electric hooked up. The situation has caused us to travel 2 hours everyday, burn over $50 in kerosene everyday so that construction could continue. Weve altered our lives and plans we had, living like vagrants and are just done! Please, we hope you can help us or advise us on next steps.
Business Response
Date: 02/05/2024
02/02/2024 09:14:42 EST (RNSTAGG)
CUSTOMER INFORMATION:
***********************
Account number: 1131
***********************************************-8255
Dates of service: 10/19/23 to present
Email: ***********************
02/02/2024 09:16:04 EST (RNSTAGG)
ASSIGNING TO CUSTOMER ********************** MANGEMENT COMPLAINTS + CC: OPERATIONAL AND
FINANCIAL PLANNING (SCHEDULING) COMPLAINTS
INITIAL CUSTOMER CONTACT:
02/02/24 - 9:16 AM - the following email ************************* and
sms text message (**************) was sent to the customer:
"Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1069660163. I assure you Consumers Energy takes all customer complaints
seriously.
Our Complaints Advocate ********************* has assigned your inquiry to our
Customer ********************** Management and Scheduling groups, and they will be in
touch with you soon to discuss your concerns and gather any additional
information that *** be needed.
We appreciate your patience and understanding during this process. Please
feel free to reach out to ********************* @ ***************************************** if you
have any further questions or concerns. Our team is dedicated to resolving
your issues as soon as possible."
02/02/2024 09:24:59 EST (RNSTAGG)
THIS WAS ASSIGNED TO *********************************, CUSTOMER ********************** MANAGEMENT
SUPERVISOR.
02/05/2024 11:40:13 EST (RNSTAGG)
RESOLUTION PROVIDED BY *********************************:
COST BREAKDOWN: $2771.00
Underground contribution - single customer outside subdivision ($2.95 ft@
$4.80) = $1416.00
Underground contribution - padmount transformer = $1355.00
We also waived the winter construction charges which would have been
billed at $3.00/ft for 295 feet.
TIMELINE:
6/15/2023, 10:25 AM: *********** request order created to install service
after demo/retirement.
6/26/2023, 9:16 AM: *************************** noted: Talked to customer and let him
know I released his demo job today.
7/6/2023, 8:42 AM: *************************** noted: Talked to customer today and let
him know the design should be back next week for the pole move and made
sure the demo was complete.
7/11/2023, 3:29 PM: *************************** noted: Talked to ***** after talking
with the designer and with what we have to do at this site we had
extensive work to do so customer agreed to be wait on doing the work until
he was ready for new service at this site.
7/21/2023, 8:06 AM: *************************** noted: Customer is working forward on
his site, let him know that once we have a good idea of which route to
take to give him the best service we will start getting the easements we
would need for it.
8/2/2023, 10:09 AM: *************************** noted: Let customer know that once he
makes enough progress we should have the design back
8/14/2023, 8:02 AM: *************************** noted: Customer emailed me pictures of
his site showing me that the service wire is in the way here now.
8/15/2023, 8:12 AM: *************************** noted: Customer is anxious to get this
done ASAP, let designer know and will get this escalated where I can and
let the customer know this as well.
8/25/2023, 8:15 AM: *************************** noted: Emailed customer to let him know
we should have the service wire moved now up there and still working on a
good route for the perm (permanent) service for him and his neighbor.
9/7/2023, 10:42 AM: *************************** noted: Found out ROW (right of way) is
only 16 here so have to come from north and let customer know they should
talk to that neighbor to see if they will have any issues signing an
easement here.
9/19/2023, 1:54 PM: *************************** noted: Let customer know we are working
on the north design now.
9/28/2023, 7:54 AM: *************************** noted: ***** let me know the inspection
should be done this week for the new socket. Let him know the design is in
review now for this site.
10/2/2023, 8:37 AM: *************************** noted: Let customer know I should have
the invoice out to him this week.
10/12/2023, 8:10 AM: released billing/CTRT (construction requirement)
tasks - customer should receive packet by 10/17
10/24/2023, 9:29 AM: *************************** noted: Let customer know this is off
for a redesign to get to the east side of the road for the job instead of
the west where the neighbors won#t give the rights.
11/7/2023, 7:43 AM: *************************** noted: Emailed customer because he
emailed me first and let him know that we are still working on easements
from neighbors and meeting with any neighbors who will meet with us to get
a signed easement to get this job to work.
11/17/2023, 12:30 AM: *************************** noted: Customer emailed me asking
about hookup timeline and I emailed back saying we are still trying all
the neighbors for rights and let the customer know the field leader met
with the designer and ROW agent to get the best route picked out and
hopefully have those neighbors give us the rights that we need to get this
done for the customer.
11/27/2023, 3:35 PM: *************************** noted: Emailed and left a voicemail
for the customer let them know the meeting between the designer, ROW
agent, and field leader took place and that I have talked with the
************** and we came up with another route we are looking at since
no other route has worked on this site. Talked with all neighbors and
right now have 3/4 of the neighbors agreeing to let us run the lines
underground instead of overhead here in the same area.
11/28/2023, 12:38 PM: *************************** noted: Left another VM (voicemail)
for the customer letting them know I talked with next door neighbor again
and got a for sure yes from them and told them I am still trying to reach
out to ************* owner to get their okay.
11/29/2023, 10:24 AM: *************************** noted: Finally talked with ***** on
the phone and he okayed the ug route along the road, moving forward with a
design here.
11/30/2023, 3:26 PM: *************************** noted: Emailed customer the new design
today.
12/5/2023, 9:29 AM: *************************** noted: Emailed customer to let them
know I am working on getting the finc approval right now for the job.
12/5/2023, 10:59 AM: *************************** noted: Called and left a VM for ****
****** at **** River to see if they want to go UG (underground).
12/7/2023, 9:43 AM: *************************** noted: **** called back and let me know
she is okay with going underground.
12/11/2023, 8:41 AM: *************************** noted: Customer emailed today asking
about install date. Let them know designer and ROW are meeting on site
today at 3 to collect easements and meet one customer on site to see if
their septic will be in the way of our installation and if we will need to
change the design again. Let customer know as soon as we have those back I
will work quickly to make sure he has the bill for the job and we keep
this going forward.
12/15/2023, 1:01 PM: *************************** noted: Emailed customer to let him
know we have the new route with all the rights we need already and new
easement paperwork is out already.
12/27/2023, 3:45 PM: site check completed. site staked and flagged. photos
uploaded
1/2/2024, 8:02 AM: *************************** noted: Emailed customer to let him know
the invoice was emailed out this morning.
1/2/2024, 8:52 AM: spoke to customer about costs for UG transformer and ug
primary. Customer is not happy but I did explain that we cannot pass those
costs on to the rate base or waive new construction charges because we had
to go underground
1/2/2024, 9:25 AM: *************************** noted: Talked to customer on the phone,
tried negotiating just paying for the underground and half of the
transformer, told him it would be a no but I can still ask for him. Made a
comment about having the **** in our pocket since he got the same response
from them as he got from us for the easement issue.
1/2/2024, 12:43 PM: *************************** noted: Customer emailed me to tell me
he wants service from existing pole location and that he doesn#t want the
pole moved either
1/4/2024, 8:03 AM: *************************** noted: Talked to ***** the designer on
this job and we can#t just hook up with what we have out there since it
would be a 10volt drop for service. Said the only other real option for
this site is to obtain overhead easement instead of underground easement
from the neighbor who granted us an easement so we can take out the cost
of the underground work and transformer.
1/4/2024, 3:30 PM: *************************** noted: Talked to ***** on the phone to
let him know there was a meeting today about his job and to expect a call
tomorrow.
1/8/2024, 10:36 AM: *************************** noted: Emailed ******************* after he
emailed over the weekend and I told him there was a change to the billing
for this job and he should see that reflected in a new invoice soon.
1/12/2024, 10:07 AM: *************************** noted: Emailed customer to let him
know I released the job and sent in material escalation for the job.
1/17/2024, 1:49 PM: sent to ******************* for scheduling escalation ,material
escalation approved
1/22/2024, 7:45 AM: *************************** noted: Emailed customer to let him know
we got this job escalated and once I know what day for sure I will let him
know that as well, just told him what week it would be right now.
2/1/2024, 10:14 AM: *************************** noted: Emailed customer to let them
know that we should be out there next week.
DELAYS IDENTIFIED:
Customer requested pole to be moved for new build. The work being done
down the street is only path we could obtain due to neighbors not willing
to sign easements. We only had prescriptive rights and couldn#t complete
the straightest path possible due to these constraints. Bore was needed
with the contractor schedule, causing delays.
As of 12/12/23 Easements were obtained from all 3rd parties along with a
$1,000 payment to one of the 3rd parties.
CUSTOMER CONTACT SUMMARY:
Customer was contacted by the scheduling team leader on 2/1 at 2:30 PM.
Customer was satisfied with the timeline for completion with the
understanding that we had to wait for bore completion to schedule ***************
to finish work and energize.
SUMMARY OF RESOLUTION:
- (*Address breakdown cost for new service/hookup - delays) Customer
requested pole to be moved for new build. The work being done down the
street is only path we could obtain due to neighbors not willing to sign
easements. We only had prescriptive rights and couldn#t complete the
straightest path possible due to these constraints. Bore was needed with
the contractor schedule, causing delays.
- (*What needs to happen for customer to get electric service hooked
up). Bore needed with contractor schedule causing delays, now *************** to
complete week of 2/9
- (*Timeline) A timeline from 6/15/2023 when the new service request was
placed to present is show above.
- (*Completion) This will be completed on the week of 2/9
CLOSING CUSTOMER INQUIRY AS OF 02/02/24.
FOLLOW UP QUALITY CHECK:
02/05/24 - the following SMS text message was sent to *********************** at
**************:
"This message is to follow up on your BBB inquiry about the new service at
************************************** We understand that the scheduling team leader was
able to speak with you on the afternoon of February 1, and explained that
the work is scheduled to be completed the week of February 9. Delays
identified since your last inquiry were due to waiting for the bore
completion.
If you have any additional questions, please feel free to reach out to
your ************* Advocate, *********************, at ************ or
*****************************************
Customer Answer
Date: 02/06/2024
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear
We would like it noted that ALL of the communication between ** and us was initiated by us. One can read through all the communication back and forth but they did nothing after each phone call was made. The original request for service was indeed in June but the months leading up to this, ** knew their lines, transformers needed upgrading and they would respond by saying they were working on it. Our neighbor called and complained that she wasnt getting her full power, the ** representative who came out said there was at least a 10% drop to her house and yet we are still the ones getting charged for the service coming to our house. It is scheduled to be done by the 9th and yet we are still waiting.

Regards,

***********************
Initial Complaint
Date:02/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In spring of 2023 I was notified of being enrolled in a an Appliance Repair Plan with Consumers Energy in which I did not sign up for. I immediately called them in which they explained they have canceled the plan and I would not be charged. In November 2023 ************ IN FACT have been being billed for that very plan that Consumers Energy told me they unenrolled me from. I again call the Appliance Repair Plan customer service in which they apologized and said my account would be credited in **** days. After 10 days my credit still was not applied . I again called back and now this time was being told it could take 1-2 billing cycles to be applied. I called again in December , January, and now today (FEBRUARY 1st ****) and still my money has not been returned to my account. I was told today by **** from the Appliance Repair ********************* that she can see the notes where it shows canceled on 11/22/23 when the mistake was discovered, but yet she shows my plan STILL ACTIVE!.I am frustrated beyond belief and would like my money returned.
Business Response
Date: 02/05/2024
02/01/2024 15:55:21 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*************************
ACCOUNT NUMBER: 7956
***************************************************************************
Dates of Service: April 29, 2022 - Present
Email Address: *********************
**********
INITIAL CUSTOMER CONTACT:
2/1/24
I sent the following email and text via Riverstar:
Account Number: ending in 7956
Service Address: *************************************************
Dear ***********************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1069656220. I assure you Consumers Energy takes all customer complaints
seriously.
Our Complaints Advocate *************************** will assign your concerns which
have been escalated to our ***************** Plan team. The Appliance
Service Plan is not regulated by the ******** ************** Commission,
and therefore we are unable to provide them your telephone number or email
address. Please call their escalated voicemail at ************ and leave
your name, a good contact number and your email address and they will
follow up with you shortly.
We appreciate your patience and understanding during this process. Please
feel free to reach out to *************************** @ ******************************************** if
you have any further questions or concerns. Our team is dedicated to
resolving your issues as soon as possible.
Sincerely,
Consumers Energy
www.consumersenergy.com
Please do not reply to this automated message.
Consumers Energy
Dear ***********************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1069656220. I assure you Consumers Energy takes all customer complaints
seriously.
Our Complaints Advocate *************************** will assign your concerns which
have been escalated to our ***************** Plan team. The Appliance
Service Plan is not regulated by the ******** ************** Commission,
and therefore we are unable to provide them your telephone number or email
address. Please call their escalated voicemail at ************ and leave
your name, a good contact number and your email address and they will
follow up with you shortly.
We appreciate your patience and understanding during this process. Please
feel free to reach out to *************************** @ ******************************************** if
you have any further questions or concerns. Our team is dedicated to
resolving your issues as soon as possible.
Sincerely,
Consumers Energy
*****
ASSIGNED TO *** 2/1/24
02/01/2024 15:58:31 EST (DJLOUCKS)
2/1/24 - this was sent to ********************* to work.
02/05/2024 07:41:24 EST (DJLOUCKS)
2/5/24 - sent email reminder to ********************* that this complaint is due on
2/6/24.
02/05/2024 08:35:46 EST (DJLOUCKS)
**********
RELEVANT ACCOUNT INFORMATION:
The following information was provided by ***:
5/1/23 - customer called in stating she was looking into the *** program
and accidentally signed up for the plan when she didn't mean to. The agent
pulled up the account and confirmed she had enrolled in the *** ULTRA CARE
with *** ALACARTE MICROWAVE. The agent advised in order to cancel her
contract he would have to do what's called a downgrade, but since the plan
didn't go in effect just yet he couldn't cancel the contact. He advised
her to call back on 5/11/23 to cancel and the call ended.
02/05/2024 10:16:49 EST (DJLOUCKS)
11/22/23 - ******** called in claiming she was confused because she
received a notice in the mail that she was due for her *** plan. She
claimed she called CE and was advised her account had been cancelled.
******** explained a few months ago she had called because she
accidentally enrolled in *** and was told she didn't have to worry because
her account was cancelled. The agent advised she would cancel the account
today and create a case to have the ************* Team to look into the
issue. Case CAS-******-Y3H9J1 was created.
11/22/23 - ************* Agent attempted to call the customer in regards
to case *****************. Voicemail box was full and agent was unable to
leave a voicemail.
11/27/23 - ************* Agent attempted to call the customer in regard to
case *****************. Agent left a voicemail for the customer to call
back in regard to the case.
11/28/23 - ************* Agent attempted to call the customer in regards
to the resolution to the case CAS-******-Y3H9J1. Agent left a voicemail
for the customer to call back in regards to the case.
CAS-******-Y3H9J1 RESOLUTION:
Total amount of credit owed: $335.86. Corrective invoice submitted. Total
credit amount will show in 1-2 billing cycles.
5/30/23: $2.98
5/30/23: $45.00
6/28/23: $47.98
7/28/23: $47.98
8/28/23: $47.98
9/28/23: $47.98
10/30/23: $47.98
11/28/23: $47.98
TOTAL: $335.86
Case CAS-******-Y3H9J1 was resolved 11/28/2023 due to no customer contact.
11/28/23 - ******** called in and explained she may have received a
voicemail from her. Agent advised they were able to receive all the
records for the months she had been charged and the agent will submit a
corrective invoice of $335.86 for the months she had been charged.
******** was made aware the credit would go to her utility bill within the
next 1-2 utility billing cycles.
- The credit that the agent advised was placed onto the account was
instead placed as a CHARGE, and not a credit.
12/01/23 - ******** called and claimed she spoke with ****** and was
advised she would receive a credit of $300+ to her account. She said the
credit has not been applied and wants to know what's going on. The agent
reviewed the account and advised the customer the credit has been applied
and it takes 1-2 utility billing cycles to appear on her bill. The
customer stated there is a charge showing as past due *** on her account.
The agent advised she could transfer her to utility billing to confirm
where the credit had been applied but the customer disconnected before the
agent could transfer her.
12/06/23 - ******** called and claimed a previous agent had advised she
would receive a credit of $300+ to her utility bill. She claimed she was
advised it would only take a couple days and claimed she had not received
the credit yet and her account is still past due. The agent advised if
she's receiving a credit it usually takes 1-2 utility billing cycles until
it appears on her account. ******** claimed she was confused because she
wasn't told this the first time and didn't pay her bill. She claimed she
was getting a shut off notice because the credit didn't appear on her
account. ******** claimed she didn't understand how any of this worked and
the agent advised there wouldn't be any way of speeding up the credit for
her.
01/04/24 - ******** called in and claimed she was supposed to receive a
credit to her account in October 2023 and was told it would arrive within
1-2 utility billing cycles, but she still hasn't seen the credit. The
agent confirmed the credit had been for $335 and advised the credit should
appear within 1-2 billing cycles from 12/6/23.
02/01/24 - ******** called in and immediately asked for supervisor,
explaining this is a situation she's been trying to get resolved. The
agent apologized and confirmed the account had already been canceled
11/22/23 and the customer claimed she hasn't received anything for 3
months now. Agent advised she would credit a case to the *************
Team to work on a resolution regarding her credit. Case CAS-17209L1W3Ka
was created.
02/02/24 - Admin called customer to address the complaint and provide
resolution. Unable to reach the customer, a voicemail was left with the
Admins direct contact info.
02/02/23 - ******** returned the Admins call and was advised the call was
to address her complaint. Admin addressed how the customer signed up for
***, the cancelation and the delays, and the credit/refund. ********
signed up on the website for ********** and Alacarte Microwave for $47.98
per month on 4/25/23. ******** called in on 5/1/23 to cancel the account,
it was not canceled. The Admin advised the customer at this point her ***
account is canceled and she will no longer receive future charges from
***. When addressing the customer refund the Admin advised when the
customer called on 11/22/23 the credit of $335.86 was put on her account
as a charge in error. Adjustments have been made to remove the error and
the customer will be seeing a credit of $335.86 on her account in 1-2 days
from 2/1/24 when the credit was applied. The Admin also advised if she has
any further concerns with her *** account she can call the Admin directly.
The customer was satisfied with the resolution that was proved and had no
further concerns.
**********
SUMMARY OF RESOLUTION:
2/2/24
*** - HOW DID CUSTOMER SIGN UP:
******** had enrolled in the *** plan on the official website. The
enrollment date was 4/25/23 and the contract start date was 5/10/23. The
customer enrolled in ********** ($40.99/month) and *** Alacarte Microwave
(6.99/month) for a total of $47.98 monthly.
ADDRESS CANCELATION - DELAYS:
******** had originally called on 5/1/23 advising she accidentally
enrolled into the *** plan and wanted to cancel the services. ******** was
misinformed the contract was unable to be canceled due to the contract not
being active yet (start date of 5/10/23). ******** was advised to call on
5/11/23 to cancel but she didn't call back in until 11/22/23 when the
contract has officially been canceled.
ADDRESS CREDIT/REFUND:
************* case ***************** was created to address the concerns
regarding her cancellation, as she called in on 11/22/23 advising these
services were supposed to have been canceled prior. After research had
been completed, customer was supposed to receive a credit of $335.86, but
was applied to the account as a charge rather than a corrective invoice.
The case was resolved on 11/28/23 and customer is upset she still had not
receive the credit.
ADDRESS CREDIT INFORMATION:
Credit of $335.86 was put on the account 2/1/24 and applied to the balance
on 2/2/24.
CUSTOMER INQUIRY CLOSED AS OF 2/2/2024
FOLLOW UP/QUALITY CHECK: not done at discretion of customer care rep.
Initial Complaint
Date:01/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We got NO notice in the mail OR phone call 24 hours before (as the law states) and they shut my power off with children in our home in 12 degree weather
Business Response
Date: 01/24/2024
01/19/2024 15:05:05 EST (AJPORTER)
CUSTOMER INFORMATION
***************************
Account Number # ****
**********************************************************************************
dates of service: 07/26/2023 - current
email : ************************
**********
INITIAL CONTACT INFORMATION
-01/19/2024 2:35pm
the following was sent via RiverStar to email: ************************
Account Number: ending in ****
Service Address: ***********************************************************************
Dear *************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with BBB. notification number **********. I assure you
Consumers Energy takes all customer complaints seriously.
Our Complaints Advocate *** ** will be in touch with you soon to discuss
your concerns and gather any additional information that *** be needed.
We appreciate your patience and understanding during this process. Please
feel free to reach out to *** ** @ ************ or
******************************************************************************. Our team is dedicated to resolving your
issues as soon as possible.
Sincerely,
Consumers Energy
**********
RELEVANT ACCOUNT INFORMATION
-6 Month Payment History
date amount
12/11/2023 $400.00
10/11/2023 $ ***** bank returned 11/27/2023
09/05/2023 $175.46 bank returned 10/12/2023
08/30/2023 $175.46 bank returned 09/01/2023
-Consumption History
dates usage amount
07/26/2023 - 08/23/2023 850 $175.46
08/24/2023 - 09/25/2023 266 $ ***** $15.00 fee
09/26/2023 - 10/25/2023 966 $180.67
10/26/2023 - 11/27/2023 **** $322.14
11/28/2023 - 12/26/2023 **** $401.23
*all actual meter reads
-Current ******* History
date action
12/27/2023 turn off notice mailed
01/03/2024 phone call 1, completed
01/04/2024 phone call 2, completed
01/05/2024 intent to disconnect notice mailed
01/18/2024 disconnected
**********
01/19/2024 15:21:55 EST (AJPORTER)
CONTACT INFORMATION - continued -
-01/19/2024 2:34pm ************
called customer
customer answered, asked who I was and said/yelled that I need to call the
number I was told to call, and hung up
-01/19/2024 3:10pm
called customer ************
spoke with ****** (she was the BBB complainant)live in girlfriend. She is
not authorized. We talked in general. She claims they have never received
any turn off notices or calls about being disconnected. I explained that
both were initiated on our end and that ********************* want to change where
his mail is being sent, or the contact phone number on his account. I
explained he can complete a form to have her added. I confirmed they are
low income, so I coached her on what to have him say when he calls back
in.
* Ask for Shut Off Protection - they will explain how much to
pay to enroll (once paid will be reconnected), and how much each month to
stay on the plan
* Ask for an authorization form to be sent to the address to add
****** for ease of future conversations
* Confirm address & phone number on the account
Then, I explained she can make the payment as a guest online thru our
website, and follow up with a call to ***************** letting them know
the disconnect amount has been paid for reconnect.
**********
01/23/2024 09:01:57 EST (AJPORTER)
01/23/2024 11:57:06 EST (AJPORTER)
RELEVANT ACCOUNT INFORMATION
-01/19/2024 7:40pm
Payment made of $77.00 for down payment required for Shut Off Protection
enrollment and reconnect of service.
-01/19/2024 8:00pm
Service Restored
**********
RESOLUTION SUMMARY
1- ***** *******
The current ******* is noted above in this report.
2- Payment history
A full payment history since opening the account is noted above.
Technically 1 payment prior to being disconnected.
3- Assistance/Payment arrangement
The customer is eligible for Shut Off Protection. A payment was made to
enroll, and the service was reconnected.
The service is active again and the customer is on the Shut Off Protection
Plan. Two notices were sent, and two phone calls were made and completed.
The temperature on the day of disconnection was a low of 17 degrees and a
high of 23.
The customer is content.
COMPLAINT CLOSED
01/19/2024
Initial Complaint
Date:01/14/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is from ******************* customer number and details :***** ************* *******, ** ***** Account # ************ on my December 2023 bill my balance was about double than usually and at a closer look i have realized that my November bill has not been paid so this December bill was for November and December and it included a penalty .i have been a fateful customer for years maybe decades and i have always been on auto pay so i could not understand why the amount was not being taken away from me the month of November and i was even informed that they are about to cut my services soon ...what a bad joke .I have contacted them and i have found out that they would no longer charge credit cards and if i wanted to ************ pay i would have to change my method of payment to a debit card .Well now ..i was never informed of the changes that have made and that it is a shame on their end ... to charge me penalties and almost cut my services ?...really ?...after not informing me about the changes ?The lady on the phone promised me that she will credit me about 6 $ worth of penalties and after we parted ways i have accessed my account again , changed the method of payment to a debit card , paid the bill how ever i was not credited the penalties .What a shame not informing me , almost cutting my services , charging me penalties and after promising me to remove the penalties not doing so .All i need is for them to realize that it is a shame what they did and to reimburse me the charged penalties ... o ... and ... what a SHAME .THANK YOU BBB AND GOD BLESS.
Business Response
Date: 01/18/2024
01/16/2024 10:24:12 EST (RNSTAGG)
CUSTOMER INFORMATION:
*********************
Account number: 5132
********************************************************************
Dates of service: 06/19/08 to present
Email: *********************
INITIAL CUSTOMER CONTACT:
01/16/24 - 10:25 AM - THE FOLLOWING EMAIL *********************** AND SMS
TEXT MESSAGE ****************) WAS SENT TO THE CUSTOMER:
"Thank you for reaching out with your concerns. We have received your
complaint filed with the BBB, notification number **********. I assure you
Consumers Energy takes all customer complaints seriously.
Our Complaints Advocate ********************* will be in touch with you in the next
few days to discuss your concerns and gather any additional information
that may be needed.
We appreciate your patience and understanding during this process. Please
feel free to reach out to ********************* @ ************** or
*************************************************** if you have any further questions or concerns.
Our team is dedicated to resolving your issues as soon as possible."
01/17/2024 12:27:21 EST (RNSTAGG)
RELEVANT ACCOUNT INFORMATION:
Current balance: zero
******* history:12/19/23 - turn off notice sent for $211.23 past due
12-MONTH PAYMENT HISTORY:
Date: Amount:
01/24/23 $338.86
02/22/23 $263.02
03/23/23 $258.00
04/24/23 $168.63
05/23/23 $101.57
06/22/23 $45.56
07/24/23 $39.17
08/22/23 $33.37
12/22/23 $376.26
COMMUNICATION HISTORY:
08/16/23 - "Autopay Email - Starting Oct. 1, 2023, credit or debit cards
can no longer be used with auto-pay accounts. To avoid missing a bill
payment, we are asking customers to update or cancel their auto-pay
account. Please visit ConsumersEnergy.com to add make changes."
08/16/23 - "Paid with CC in 2023 Email - We are updating our card payment
policies. Starting Oct. 1, 2023, if you pay your monthly residential
energy bill with a credit or debit card, your payment will include a
processing fee of $2.99."
09/08/23 - AUTO PAY DE-ENROLLED
10/24/23 - "Previous autopay card customer, removed late fees and added
interest lock."
11/08/23 - "Nov 3 # Email notifying customers who have paid, that the late
payment fees received in October have been waived."
11/15/23 - Proactive credit call - call not completed
11/17/23 - Proactive credit call - call not completed
11/20/23 - Proactive credit call - call not completed
11/21/23 - Proactive credit call - call not completed
11/24/23 - Proactive credit call - call not completed
11/28/23 - Proactive credit call - call not completed
11/30/23 - Proactive credit call - call not completed
12/01/23 - Proactive credit call - call not completed
12/04/23 - Proactive credit call - call not completed
12/05/23 - Proactive credit call - call not completed
12/07/23 - Proactive credit call - call not completed
12/08/23 - Proactive credit call - call not completed
12/11/23 - Proactive credit call - call not completed
12/12/23 - Proactive credit call - call not completed
12/13/23 - Proactive credit call - call not completed
12/14/23 - Proactive credit call - call not completed
12/16/23 - Proactive credit call - call not completed
12/19/23 - Turn off notice mailed
12/22/23 - Auto pay enrollment completed
LATE PAYMENT CHARGES:
10/17/23 - $0.73 charge assessed
10/25/23 - $0.73 charge reversed
11/08/23 - $1.95 charge assessed
12/08/23 - $4.03 charge assessed
12/21/23 - $5.98 charge reversed
12/21/23 - $6.69 charge assessed (charges still open)
01/17/2024 15:18:19 EST (RNSTAGG)
CUSTOMER CONTACT SUMMARY:
01/17/24 - 3:18 pm - I spoke with ************** at phone number ************ -
to review the findings of my investigation, and he simply wanted to
express frustration that we didn't take more steps to notify our customers
or continue waiving late payment charges.
- I apologized for his experience, waived the $6.69 remaining
late payment charge, and confirmed that his auto pay is on the account
again with a bank account (no charge for this payment method).
- He thanked me for the follow up.
SUMMARY OF RESOLUTION:
- (*Address Autopay and how customer was notified of change) Email was
sent to the customer on 8/16 to advise of the cancellation of auto pay
with a card. An email on 11/8 was sent letting customers know that late
payment charges were removed in October, in addition to the regular
monthly bill advising the amount due and that there was no auto pay.
- (*Explain to customer how she needs to sign up with checking or savings
account to not get fees) Auto pay has now been set up with a bank account
- (*Address credit) In light of customer relations, the last remaining
$6.69 late payment charge was removed.
CLOSING CUSTOMER INQUIRY AS OF 01/17/24

Customer Answer
Date: 01/18/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************
Initial Complaint
Date:01/11/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid my bill today, and found out I have been paying $35.99 a month for an Appliance Protection plan, Ive never signed up for. When I called to clarify the matter, I was put on hold 20min. I was transferred to a collection agency a message stated, and when I apparently was transferred to an agent the call was dropped.
Business Response
Date: 01/22/2024
01/12/2024 09:13:10 EST (RNSTAGG)
CUSTOMER INFORMATION:
*******************************
Account number: 9079
**************************************************-1835
Dates of service: 09/19/08 to present
Email: *****************
01/12/2024 10:01:52 EST (RNSTAGG)
ASSIGNED TO *** COMPLAINTS
INITIAL CUSTOMER CONTACT:
01/12/24 - 10:02 AM - THE FOLLOWING EMAIL ******************* AND SMS
TEXT MESSAGE (**************) WAS SENT TO THE CUSTOMER:
"Thank you for reaching out with your concerns. We have received your
complaint filed with the BBB, notification number **********. I assure you
Consumers Energy takes all customer complaints seriously.
Our Complaints Advocate ********************* has assigned your inquiry to our
Appliance ******************* The ***************** Plan is not regulated
by the ******** ************************** and therefore we are unable to
provide them your telephone number or email address. In order to assist
you further, they have a special complaints voicemail box for this
process. Please give them a call and leave your name, best contact number
and email address and they will follow up shortly.
The number is ************.
We appreciate your patience and understanding during this process. Please
feel free to reach out to ********************* @ ************** or
*************************************************** if you have any further questions or concerns.
Our team is dedicated to resolving your issues as soon as possible."
01/12/2024 11:32:57 EST (RNSTAGG)
THIS WAS ASSIGNED TO ********************* IN THE *** SOLUTIONS CENTER
01/19/2024 11:58:25 EST (RNSTAGG)
RESOLUTION PROVIDED BY *********************:
The customer called in on 1/22/16 and enrolled in the ************ Plan.
In addition, the customer cashed a ********************** *** Promo check. The
check was dated 1/04/2016. The check was cashed on 2/1/2016 by the
customer. On the back of the check the customer's phone number and e-mail
were written in, as well as the box for ************ was marked.
The customer was mailed the disclosure and welcome letter in January 2016
and three price change letters were mailed in 2018, 2019, and 2022.
No calls to *** or to Consumers Energy were made with the customer's
number that is on file from 1/1/23 to the time the complaint was filed. In
the future, the customer can contact *** directly with any issues or
concerns.
There will be no issue of a refund due to the customer enrolling in 2016
via phone and cashing the promo check.
CUSTOMER CONTACT SUMMARY:
1/12/2024@****** ***********************
Called ** (customer) to advise that we have received the complaint. The is
under investigation and to gather any additional information. Left me a
voicemail with my direct line.
1/15/2024@10:59am ***********************
Returning the customer call to my direct voicemail.
Informed the customer that her complaint has been received and is
currently under investigation. I went over the complaint with the customer
and she had agreed that she was not aware of being signed up, her disputed
amount of $431.88 (She looked at her part bills and came to this amount
from being charged from Jan 2023 to the current). I did address that the
customer called in, was put on hold for 20 minutes, then transferred to
"Hartford Collections", and then the call was dropped. The customer
admitted that she did not call into the *** department but into the
utility side. The customer also stated that she had not contacted *** for
the billing issue. The customer asked if there was a document she signed
for enrollment. The customer also expressed that she has been receiving
shut-off notices for being past due. I assured her that when she is on the
*** plan it will not affect her utility services. I advised that I would
call her in a few days with the outcome of the investigation.
1/16/2024@11:26am ***********************
I called the customer to deliver a resolution of the complaint. No answer
left a voicemail with my direct line.
1/16/2024@11:32am ***********************
Returning a call from the customer and advised the resolution. I advised
the customer that she enrolled in the *** plan on 1/22/16 via the phone
and cashing a promo check. Due to the phone enrollment and the cashing of
the promo check there will be no issue of a refund. The customer was
understanding of the resolution provided and did not dispute it further.
After the resolution was delivered, I offered that the customer could
either stay on the plan or cancel. The customer wanted to cancel due to
having all new kitchen appliances. I advised that the plan she was on
(************) covers more than just the Kitchen appliances, but since she
has all new appliances, I offered to downgrade to the ************ Plan
for $28.99. The customer agreed to downgrade. The customer was satisfied
with the outcome of this complaint.
SUMMARY OF RESOLUTION:
- (*Address *** - How did customer sign up for *** - explain) The customer
called in on 1/22/16 and enrolled in the ************ Plan.
In addition, the customer cashed a CE *** Promo check. The check was dated
1/04/2016. The check was cashed on 2/1/2016 by the customer. On the back
of the check the customer's phone number and e-mail were written in, as
well as the box for ************ was marked.
- (*Address being put on hold for 20 minutes, transferred and then call
dropped) No calls to *** or to Consumers Energy were made with the
customer's number that is on file from 1/1/23 to the time the complaint
was filed. In the future, the customer can contact *** directly with any
issues or concerns.
- (*Refund) There will be no issue of a refund due to the customer
enrolling in 2016 via phone and cashing the promo check.
CLOSING CUSTOMER INQUIRY AS OF 01/16/24.
FOLLOW UP QUALITY CHECK:
NOTE: due to the customer's concerns being addressed by *** (non-utility
concerns), no additional calls were performed.
Initial Complaint
Date:01/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
***** has been off forever and they refuse to credit my account. Im paying for something I cant use.
Business Response
Date: 01/19/2024
01/12/2024 09:03:26 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*****************************
ACCOUNT NUMBER: 2984
***********************************************************************************************
Dates of Service: September 10, 2019 - Present
Email Address: ********************** (from account)
************************** (from notification)
**********
INITIAL CUSTOMER CONTACT:
1/12/24
I sent the following text via Riverstar:
Dear *****************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1069454940. I assure you Consumers Energy takes all customer complaints
seriously.
Our Complaints Advocate *************************** will assign your concerns to our
electric operations team who will be in touch with you soon to discuss
your concerns and gather any additional information that *** be needed.
We appreciate your patience and understanding during this process. Please
feel free to reach out to *************************** @ ******************************************** if
you have any further questions or concerns. Our team is dedicated to
resolving your issues as soon as possible.
Sincerely,
Consumers Energy
Please do not reply to this automated message.
*****
ASSIGNED TO ELECTRIC OPERATIONS, GRID INFRASTRUCTURE 1/12/24
01/17/2024 09:41:00 EST (DJLOUCKS)
1/17/24 - sent email reminder to electric operations that this complaint
is due on 1/18/24.
01/18/2024 11:11:38 EST (DJLOUCKS)
**********
RELEVANT ACCOUNT INFORMATION:
Per Sr. ******* for Electric Operations *************************** the outage from
1/10/24 was due to storms that went through ********. Normal processes for
outage restoration were followed and restoration was completed as quickly
and safely as possible.
Customer was concerned with how long his service was off and we wouldn't
credit his account. When service is off a customer isn't being billed for
usage so there wouldn't be any credit for that.
Outage credits are automated and applied to the accounts if eligible.
**********
CUSTOMER CONTACT SUMMARY (cont.)
1/18/******* pm
I called ***************************** at ************ and left a voicemail telling him
I was calling in regard to his MPSC complaint. I told him I would follow
up with an email and if he would like to discuss his concerns to give me a
call back. I also left my call back number.
I sent the following email to *******************:
Hi *****************************,
I am writing as a follow up on the inquiry you placed with the ********
Public ****************** regarding a power outage you had. Regretfully,
I was not able to reach you by telephone.
Because we take all our customer#s concerns seriously, I reviewed your
account and found you experienced outages on 1/10/23 due to winter storms
that went through our state. We understand how frustrating it can be to
experience outages and work to get everyone restored as soon as possible.
Our crews worked as quickly and safely as possible during and after the
storms to restore your area as well as everyone that lost power due to
this event.
When a customer experiences an outage, no power is being used so you are
not billed for usage during an outage. You are only billed each month for
the amount of electricity that comes through your meter into your home.
Because of this we don#t credit anyone for usage during an outage. We do
offer outage credits for customers that meet certain criteria, and this
information can be found on our website at
********************************************************. If you do qualify
for an outage credit, they are automatically applied to your account
within 90 days from the restored outage.
I hope this email has been able to address the concerns you had on this
outage. If you would like to discuss this further, please call me
directly at ************.
Respectfully,
****
**********
SUMMARY OF RESOLUTION:
1/18/24
12 MONTH OUTAGE HISTORY:
Incident# Date Duration Cause
J230204103 02/15/23 23m No specific
cause found
J230613832 06/26/23 2h 46m Equipment
failure
J230915753 09/21/23 4h 9m
Planned/scheduled
J240102789 01/10/24 12:41 am-1:01 pm Trees
J240105992 01/10/24 1:45 pm-5:02 pm Trees

ADDRESS WHAT CAUSED DELAY IN RESTORING POWER:
There were no delays in restoring power. Normal restoration efforts were
done to restore everyone as quickly and safely as possible during the
winter storms.
ADDRESS CREDIT DURING OUTAGE:
Customers are only billed for actual usage each month and wouldn't be
billed for anything during an outage. Because of this they are not
credited for usage because of an outage.
DOES CUSTOMER QUALIFY FOR OUTAGE CREDIT/CREDITS:
Outage credits are automatically applied to accounts that qualify within
90 days of the outage restoration.
CUSTOMER INQUIRY CLOSED AS OF 1/18/2024
________________________________________________________________________
Task 0002
Task CSCMPTSK INIT Initial Contact w/Customer
Task text
Status TSCO
Planned start 01/12/2024 00:00:00
Planned end 01/18/2024 00:00:00
Completed on 01/18/2024 by
________________________________________________________________________
01/19/2024 13:14:47 EST (DJLOUCKS)
CLARIFICATION:
The customer doesn't qualify for an outage credit at this time. On
1/10/24 there were only 2 outages at this location. The first outage
actually ran from 12:41 am - 1:02 pm. The second was from 1:45 pm - 5:02
pm
Initial Complaint
Date:01/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had a "Gold Laundry" appliance plan with Consumer Energy for 19 months and have paid $778.81 for the 19 months. Yesterday I received my January **** bill and noticed they didn't have my appliance plan on my bill any longer. I tried to call and they have a recording saying they have a ***** minute wait time and that someone can call you back. When the agent called, it sounded like she was working at home or it was another outsourced Consumers call center with very bad telecommunications equipment. I explained what happened and she said I had to talk with their other outsourced call center that handles the appliance plans. She then transferred me, but I have been down this road before. I knew they would not be trained and you have to escalate every issue that Consumers causes to get a response. This agent said she doesn't show I have an appliance plan. So she said she would set me up with a new one, meaning you have another 90 day wait time for the policy to be effective while you pay each month. I told her I didn't cancel it so I was not setting up a new policy due to their error. I asked for a supervisor when I could tell this agent was not trained and just didn't care, which is how this company is run since the last CEO left. Instead of giving me a supervisor she transferred me back to the Consumers number that had the long wait times. This is not an isolated issue. Since moving back to ******** 4 1/2 years ago, Consumers has torn up my yard three times and all of the plants, the fire pit and the fence were removed. Most of the plants didn't make it and I would buy new and then they would say they all had to come out again. One day while in my computer room, I heard a noise and what looked like flashes of light coming from my bedroom. I ran in to find my TV and an expensive surge protector on fire. The flames were close to the curtains so if I had not been home, my home would have burned down. Every time it is a fight to get them to care for it
Business Response
Date: 01/08/2024
01/03/2024 14:33:06 EST (RNSTAGG)
CUSTOMER INFORMATION:
*************************
Account number: *****
******************************************************************
Dates of service: 03/27/19 to present
Email: *******************
01/03/2024 14:51:59 EST (RNSTAGG)
ASSIGNING TO APPLIANCE SERVICE PLAN COMPLAINTS.
RELEVANT ACCOUNT INFORMATION:
The customer's billing statement ended with a credit balance of -$342.44
and he has since paid the $174.00 Budget plan payment, leaving a new
credit balance of -$516.44.
- This is in line with what is expected, as the customer does
tend to use more gas during the winter heating months. The Budget Plan is
working as intended, however it is a voluntary program and the customer
can cancel at any time and simply pay for the actual use every month.
12 MONTH BILLING AND BUDGET PLAN **** HISTORY:
Begin date: End date: kWh used: mcf used: Bill amount: Total due****:
12/06/2022 01/05/2023 ******* **** $246.34
$215.00 ****
01/06/2023 02/05/2023 ******* **** $251.16
$215.00 ****
02/06/2023 03/07/2023 ******* **** $207.84
$215.00 ****
03/08/2023 04/05/2023 ******* 9.1 $168.99 $12
5.47 (true up)
04/06/2023 05/07/2023 ******* 6 $124.68
$174.00 ****
05/08/2023 06/06/2023 ******* 1.4 $87.26
$174.00 ****
06/07/2023 07/06/2023 ****** 0.9 $103.07
$174.00 ****
07/07/2023 08/06/2023 ******* 0.7 $113.69
$174.00 ****
08/07/2023 09/05/2023 ****** 0.7 $101.64
$174.00 ****
09/06/2023 10/04/2023 ******* 0.8 $73.60
$174.00 ****
10/05/2023 11/05/2023 ******* 5.5 $123.38
$174.00 ****
11/06/2023 12/04/2023 ******* 8.3 $148.24
$174.00 ****
Bills based on actual reads, and "bill amount" shown is for gas and
electric charges, not *** charges.
12-MONTH PAYMENT HISTORY:
Date: Amount:
01/03/23 $151.39
02/03/23 $255.99
03/03/23 $255.99
04/03/23 $155.99
05/03/23 $125.47
06/05/23 $214.99
07/03/23 $214.99
08/03/23 $214.99
09/05/23 $214.99
10/03/23 $214.99
11/03/23 $214.99
12/04/23 $214.99
01/03/24 $174.00
NOTE: THE CUSTOMER ALSO HAD A DAMAGE CLAIMS COMPLAINT THAT WAS CLOSED ON
04/05/23 WITH THE FOLLOWING SUMMARY:
"1. ADDRESS CONSUMERS ENERGY EQUIPMENT ARCING/BURNING: Found no ongoing
issues that CE knew and/or should have known where the customer was
experiencing voltage issues, surges, or outages. The incident the customer
experienced was found to be Unexpected Equipment Failure on DOI (Date of
Incident) 03/29/2023. Tree on line caused damages to our equipment.
2. ADDRESS DAMAGE CLAIM DENIAL: Consumers Energy doesn't cover
damages to customer-owned equipment due to Unexpected Equipment Failure.
3. ADDRESS UNCARING EMPLOYEE: ******************** was advised by
********************* in Property Restoration that brush or debris resulting from
emergent/storm work is customer responsibility. Additionally, ********************
damage claim had been denied due to the Unexpected Equipment Failure as
documented by our tariff.
4. ADDRESS RESPONSIBILITY: As a gesture of customer relations,
*********************** offered ******************** $1,000.00 to cover his deductible. Mr.
******** understands that he needs to forward proof of loses to Damage
Claims to receive the contribution."
INITIAL CUSTOMER CONTACT:
01/03/24 - 2:52 PM - THE FOLLOWING EMAIL ********************** AND SMS
TEXT MESSAGE (**************) WAS SENT TO THE CUSTOMER:
"Thank you for reaching out with your concerns. We have received your
complaint filed with the **** and ******************************* office, notification
number **********. I assure you Consumers Energy takes all customer
complaints seriously.
Our Complaints Advocate ********************* has assigned your inquiry to our
Appliance ******************* The ***************** Plan is not regulated
by the ******** ************************** and therefore we are unable to
provide them your telephone number or email address. In order to assist
you further, they have a special complaints voicemail box for this
process. Please give them a call and leave your name, best contact number
and email address and they will follow up shortly.
The number is ************.
***** was also able to look into your Budget plan concerns, and can verify
that the credit of $342.44 you see on your current statement is correct,
as the Budget Plan allows for you to build up a credit in the summer and
fall months to sustain your equal monthly payments during the winter
heating months when your gas use tends to be much higher. If you no longer
wish to be on the Budget Plan and simply pay for your actual use every
month, please contact us to cancel it.
We appreciate your patience and understanding during this process. Please
feel free to reach out to ********************* @ ***************************************** if you
have any further questions or concerns. Our team is dedicated to resolving
your issues as soon as possible."
01/03/24 - THIS WAS ASSIGNED TO ********************* IN THE *** SOLUTIONS CENTER.
01/05/2024 13:49:17 EST (RNSTAGG)
RESOLUTION PROVIDED BY ********************* IN THE *** SOLUTIONS CENTER:
When this customer noticed he didn't have an *** charge on his bill, he
claimed he had called in and was told his plan would need to be reinstated
and that he would need to wait the 90-days and later the 15-day waiting
period in order to be enrolled into the gold plan again. He was
misinformed, as during this time the customer already had an active
************ Gold contract and this didn't need to be reinstated. He had
claimed this call took place very recently, but we have no record of this
call. The customer did not give an exact date or time of the call.
After the *** administrator spoke with the customer on 01/04/2024, he
confirmed that as long as his plan can be reinstated with those 90-days
and 15-days waived, a refund would not be necessary. The customer is aware
that his contract is still active and has been active as of 07/04/2022.
*** does not owe any credits to him.
The *** agents that have been recorded below have been very knowledgeable
and gave the customer the proper information regarding the gold coverage
within the *** terms and conditions. The call with the *** agent the
customer claims to have spoken with cannot be found, but the *** agents
should follow the proper escalation process when a supervisor is requested
by a customer and declining this customer request is not an option.
CUSTOMER CONTACT SUMMARY:
BEFORE THE COMPLAINT:
12/02/2022 @ 10:01AM | *******************************
*** SUPERVISOR
Called customer to advise that he was on the ************ plan for $25.99.
******** said he was deceived he said he does not like that there is a
waiting period of 90 days to upgrade to a gold plan and another 15 days to
wait for the gold plan to go into effect. He said that he has had a
terrible experience with CE said that when *********************** was here, he did
not have any issues. Customer said we are lying to the customers by not
offering gold plan when they first enroll. He advised he is going to write
a letter to the attorney general.
12/06/2022 @ 2:15PM | *******************************
*** SUPERVISOR
15 days waived for gold plan and created a credit on customer's
************ : Contract type: NON-ENERGY, Amount: $81.98,
Adjustment Type: *** Good Will Credit and Posting Date: 2022/12/06
12/15/2022 @ 1:52AM | *****************************************
The following action occurred on *** Contract C-**********: Upgrade
Activated
*** LAUNDRY CARE GOLD
CALLID: ********** 11/21/2023 @ 12:13AM | *******************
** (customer) called in and claimed his home was getting colder and he
noticed his furnace is just blowing cold air. The agent confirmed the **'s
name and contact info and began creating the work order for the *** The
work order W0119119 was then created for the ** for the date 11/21/23. The
agent offered the ************ Line Protection and the ** declined. After
going over the work order script, the call was disconnected.
CALLID: ********** 11/21/2023 @ 8:38AM | **********************
** called in and claimed someone was coming soon for his furnace but he
had some questions about his plan. The ** claimed he knew he was on the
************ Gold plan and knew the appliances covered, but wanted to know
if there was anything else. The ** claimed when he first signed up, he was
advised he needed to wait before upgrading to gold and he later did, and
the ** later inquired about the cost of the gold check for the furnace.
The agent advised that the gold check for the furnace would be $750. The
** later asked if the higher plans give cash allowances up to $2500, and
the agent advised that the $2500 amount would be the cash allowance limit
able to be received for the contract year. The ** then later claimed he
wanted to stay on his current plan and the agent confirmed with the **
that if the technicians are unable to repair his furnace, he would be able
to receive a cash allowance. The ** claimed he just wanted to know what
his options were and the agent confirmed that if his appliance was deemed
irreparable by our technicians, we would be able to submit a cash
allowance for him. The ** later thanked the agent for being kind and
giving him more information and the call was later disconnected.
AFTER THE COMPLAINT:
01/04/2024 @ 12:00PM | ***********************
The admin (*****) contacted the ** to advise that we have received his
complaint and tried to gather any additional information that *** assist
with the investigation. The ** explained for several minutes why he is so
frustrated with CE due to CE 'demolishing' his backyard twice, and the
technicians had also asked him to take his fence and firepit. The ** then
explained his Surge Claim situation from April 2023 (this is resolved).
The power blew and caused his large surge protector and other items in his
home to catch fire, causing damage. 19 months ago, he had signed up for
the *** and recently discovered that he was not being charged for the ***
plan.
When he called in to have this issue resolved, the *** agent the **
claimed to have spoken to stated that he would have to start over and
would not be able to reinstate his gold coverage. The agent then advised
he would have to wait the 90 days again in order to enroll into the gold
plan and when the ** asked for a supervisor, the ** claimed the agent
refused. No date or timeframe was given for when this call *** have taken
place and the ** only claimed this call took place "recently".
The admin had then asked the ** for his desired outcome from *** and the
** confirmed he would like his *** plan reinstated to his ************
Gold at $40.99 with no 90-day wait, along with an explanation as to why
his plan was removed without his knowledge. If he cannot have his plan
reinstated with an explanation, he wants to be refunded for the last 19
months that he has had service under the gold plan.
The ** would also like to have his account noted that if the plan can be
reinstated, the account has been in effect since June of 2022. The ** did
admit that in the complaint he filled out, he stated the wait was 2 months
but was actually told 90 days.
01/04/2024 @ 5:45PM | ***************************
While investigating this complaint, we were able to find that the **'s ***
charge for $40.99 is not appearing on this **'s most recent bill from the
coverage periods of 12/15/2023-01/14/2024.
The helpdesk ticket INC1072563 has been created to confirm the reasoning
for this charge not appearing and has been confirmed that the sales
contract (***) and the billing dates did not line up, so no *** charges
appeared this month on the utility bill.
We did advise the customer that the $40.99 charge can still be paid now,
as the next bill will be appearing with two billing cycles. The coverage
periods that will appear on the next bill will be from
12/15/2023-01/14/2024 and 01/15/2024-02/14/2024. If the charge is not paid
now, the ** will need to pay two amounts of $40.99. If it is paid now, **
will not need to worry about the two charges for the two coverage periods.
After advising the ** of this information and informing him we are still
investigating the complaint and haven't found a resolution just yet, the
** became angry and began claiming he doesn't need to pay for anything and
doesn't understand why he's being told to take action when we were the
ones that caused the issue. The ** continued to say the *** can deal with
the charges and that he's not going to pay for anything, and later said he
just wants to be refunded for the 18 months he was charged for this ***
plan. The ** claimed the call had been terrible and that this was a
terrible resolution, and after advising him we are still researching and
looking for a resolution and we were just giving him a call to advise
about his bill, the ** would not listen and continued to claim everything
would have been better if ****** was still in office.
The *** agents recorded in the form above do not require any coachings and
have all advised this ** of the proper information regarding the *** gold
plan terms and conditions. The call between the ** and the *** agent
regarding reinstating the gold coverage cannot be found within ***, but we
will ensure our agents are reminded of the proper escalation process when
it comes to customers requesting to speak with a supervisor.
The *** agents recorded above do not require any coachings and have all
advised this ** of the proper information regarding the *** gold plan
terms and conditions. The call between the ** and the *** agent regarding
reinstating the gold coverage cannot be found, but we will ensure our
agents are reminded of the proper escalation process when it comes to
customers requesting to speak with a supervisor.
SUMMARY OF RESOLUTION:
- (*Address taken off *** and having to start over and it would be a 2
months wait for appliance coverage) The customer was never taken off of
***, and there is no record of a call where he was advised of this. He
continues to have *** coverage.
- (*Address Budget Plan - payments and credit/refund) The customer is on
the Budget plan currently, and has a credit built up on the account as per
the program requirements. He uses more gas during the winter months and
this credit will help offset the lower payments over the next few months.
No refund is forthcoming, unless he elects to cancel the Budget plan.
- (*Address refund request for every ***** he paid into the plan I have
been paying for since he set up the "Laundry Package Gold Plan.) After the
*** administrator spoke with the customer on 01/04/2024, he confirmed that
as long as his plan can be reinstated with those 90-days and 15-days
waived, a refund would not be necessary. The customer is aware that his
contract is still active and has been active as of 07/04/2022. *** does
not owe any credits to him.
- (*Address claim of incompetence and or customer service) The ***
agents have been very knowledgeable and gave the customer the proper
information regarding the gold coverage within the *** terms and
conditions. The call with the *** agent the customer claims to have spoken
with cannot be found.
CLOSING CUSTOMER INQUIRY AS OF 01/04/24
FOLLOW UP QUALITY CHECK:
01/05/24 - 2:04 PM - THE FOLLOWING EMAIL ********************** AND SMS
TEXT MESSAGE (**************) WAS SENT TO THE CUSTOMER:
" This message is to follow up with you on your inquiry about the account
at **********************************. We understand you were able to speak with
our *** group, who confirmed that you have not been removed from your
***************** Plan. Due to the way the billing dates for the plan line
up with your billing cycles, the *** charge of $40.99 for the billing
period of 12/15/23 to 01/14/24 will not appear until your next Consumers
Energy billing statement, where you will see that charge and the ***
monthly charge of $40.99 for 01/15/24 to 02/14/24.
We#re sorry for any frustration you experienced, however we were not able
to find any phone calls where you were advised that your plan had been
cancelled. Please know that you have had uninterrupted *** coverage this
whole time, and will continue unless you choose to cancel your plan.
As a review of our last message to you, we also conducted a review of your
Budget plan and have determined that the credit on the account is exactly
where it needs to be right now. Maintaining an account credit is necessary
during certain times of the year, as the payments on the Budget plan are
designed to provide you with an equal amount every month. The Budget plan
is voluntary, and you *** cancel at any time if you find this plan no
longer works for you.
If you have any additional questions, please feel free to reach out to
your ************* Advocate, *********************, at *****************************************
Best wishes to you."
________________________________________________________________________
Task 0002
Task
Task text follow up call
Status TSCO
Planned start 01/08/2024 11:10:23
Planned end 01/08/2024 11:10:26
Completed on 01/08/2024 by
________________________________________________________________________
01/08/2024 10:47:32 EST (RNSTAGG)
01/08/24 - 9:54 am - I spoke with ********************, who reviewed his
experience with ***, and ultimately was happy that they followed up this
morning and offered to credit $40.99 back to his account for one of the
*** charges on the billing statement that was just released.
- I reviewed the Budget plan with him, and removed the plan
from his account at his request. He has auto pay, so nothing will be due
for February and elected to leave the remaining credit on his account to
be used up in the next billing cycle. As it is a voluntary program, he can
sign up in the future if he wants the plan again with no issues.
- We reviewed past complaints he's had with ********************* and
then with *******, and he expressed concern with what he perceives are
********* priorities (budget and company spending) vs. What *****'s
priorities were (customer experience), and he thanked me for listening -
stating that he felt his concerns had been heard.
Customer Answer
Date: 01/08/2024
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
I received a call this morning and was inside a busy store. I had difficulty hearing due to the stores impact to phone reception and that I have an ear infection. Reading the notes does not match what I was told on the call to me this morning. I didn't realize the person I was talking to was ***** until I read these notes. The person I talked to this morning, *****, said that ASP employees would be coached. Twice in the notes she says no coaching is needed? She said that the information I was verbally sharing was good information and that they would look into what I was saying. I had sent most of what I shared on this call this morning to ***** in an email, but the notes in this file do not match any updates that reflect what I told her in the email. ************************** and every Consumers Energy employee should know that if you have such long wait times that you know they are calling people back, you will not get a Caller ID. However, ***** at ASP said she knows how to get the call information . So no one at Consumers made any effort to find the call as it makes the customer look bad when responding to complaints, saying no call could be found, when ASP said they can find it. I even shared on this call this morning how upset I was about the statement "no call could be found where anyone stated my plan was canceled" that ***** wrote to me in an email. She had to know I didn't know she was ***** this morning on the call to me.
I cannot believe this is the largest provider of energy in the country. Reading the notes looks to be a "demean the customer to the point of no integrity", and then call them saying the opposite on the call making the customer feel like they have been heard? I spent a lifetime overseeing and teaching customer service and this is by far the worst I have ever experienced. Addressing the continued statements in the notes, that my account is right where it should be on a budget plan, meaning over $500 was retained to ensure consistent payments over the year, is ridicules. My average energy use over the last 13 months was $147 a month with four months being over $200 and most being much less, and a few around $80. A senior or a person on low income would be much better off not using the budget plan to get a more consistent billing in my opinion. it feels like the budget plan is an interest earring savings account for Consumers Energy in my opinion. ***** took me off of the budget plan this morning, at least that is what she said she did, but we will see what is written in the notes which seem to be created to protect the corporation and belittle the customer. Maybe that is how they are trained if they do get training. Saying in the notes that a customer is angry is so unprofessional. Yes, I was very upset as you have damaged my yard three times. You caught my TV, surge protector and a cabinet on fire and you admitted it was your equipment that caused it but felt no responsibility. Yes you sent a check after fighting this injustice that wouldn't have happened if ************** was still here. So yes customers are going to be upset when they call in and get recording that you are understaffed and when they finally call you back they have loud static on the line. Then they do nothing but transfer you to an ASP agent that says you never had an account. This is not an isolated case and the **** cases demonstrate that there is a problem at Consumers Energy now. Just as there was one in ********** at PG&E. Feedback is valuable to any corporation, monopoly or not. Writing notes like I just read is more than insulting, it is unprofessional. Ignoring information provided several times via calls and emails when creating the notes used to protect the company, is a very serious issue. It's dishonest. This has been escalated to the very top of Consumers Energy, and yet the notes for this issue were poorly presented and lacked accuracy. Several employees got involved, two at ASP and ***** at Consumers Energy. In the notes another employee, ****, was mentioned that ******* had mentioned as well. I was told by ***** that they were still investigating this and that she could find the call and listen to it. *****, even though she was told that, sent notes to the BBB saying that no call was found? ****** at ASP seemed to be only concerned about the $40.99 that Consumers refuses to say is a mistake due to your equipment. An ASP agent said I was never a customer and ***** says that call never happened. ******* was told by ****, a few days ago, that this was resolved, when I was told they were still investigating it. Other than ***** at ASP, I feel that no one is taking responsibility for what happened. The notes make it seem that I'm some sort chronic complainer. ************************** or anyone else at Consumers would have been equally upset over the incidents I have experienced if it happened to them. The notes are so disrespectful and yet no one is caring about anything but ensuing they make their point that they are always right and customers are just complainers and not valued, which is evident based on the insulting notes. That is how you are making people feel and yet no one is going to care how the customer feels. it's not profits, or people doing their job so who cares. With certainty, ******* and ***** know that the BBB will just say that Consumers gave their response and that will be it. ***** will go on and make verbal statements on a call but send out notes very different than what she said verbally on the call. *******, listen to the call she made to me from ************** at 9:55am today, January 8, **** for 30 minutes. But the updated notes will say no call could be found won't they. No one in management should accept how these notes were written. I believe they will all be shared on the BBB site, since the customer is labeled *** so this was intentional, but ******* you need to listen to the call and see why you have customers that are fed up. I will never trust this company or any employees. You should be ashamed.
Regards,

***********************

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